People Management Workflow | Troubleshooting

Finalize batch fails

If the HR Request Finalize batch fails, the 3 most typical causes are the following: 

• The request is trying to update an inactive employment record.

• Picklist options between the HR Request field and the related object field do not match. The same options are needed in both, in the same order.

• The rate value for the Salary or Bonus currency is blank.

By default, the Finalize batch includes up to 200 HR request records. If any of the requests in the batch fails to process correctly, the entire batch fails and none of the HR requests in the batch are finalized. It can take time to track down the HR request that caused the batch to fail.

You can mitigate against this risk by changing the batch size to a smaller number. Using the batch size of 1 means the HR requests are processed in batches of 1 request per batch, which makes it easier to address any issues.

Approval emails are not being received

If the emails to approve an HR request are not being received, ensure the Email Approval Sender in Setup > Process Automation Settings has been set to be an org wide email address, rather than the current approver:

Some users cannot amend an HR request

If you have two or more users with the same profile and permission sets but only one of them can amend the HR request: 

• Review the record eligibility settings in the approval process: typically this is set to Administrator or Current Approver, and make the necessary changes.

• Review the HR Manager queue to ensure both approvers are defined in this queue.

The approval process does not trigger automatically for an HR request created in the HR Portal

When entering the details for an HR request in the HR Portal the approval process is not triggering automatically, ensure you enter a value to the One Up Manager field and use the Submit for Approval button to send the request to the approval process.

If the button does not display, update the page layout.

Finalized request does not update related records

The HR request has been finalized but the new data is not updated in the Team Member, Employment, Salary, or Bonus records.

To resolve: 

• Review the fields in the HR Request object to check they match the data type of mirrored field in Team Member, Employment Record, Salary, or Bonus object. Also ensure the HR Request fields use the correct prefixes. For more information, see People Management Workflow | Create a new field in the HR Request object.

• If the field is a picklist field, confirm the picklist values are the same and in the same order in the HR Request object field and the Team Member, Employment Record, Salary, or Bonus object field.

HR requests are not finalizing

Ensure the Employment Records to which the HR requests are linked are active. The finalizing batch will not run if it contains any requests against inactive records.

Item to Change field not populated for Basis and Employment Status

In an org created prior to April 2020, the Item to Change field on HR requests was not being populated for Basis and Employment Status.

Review the API names of the fields in the HR Request object for fields New Basis and New Employment Status. If they contain a prefix such as E_ or T_ then remove it.

The correct field names and API names are:

• Field name: New Basis, API name: Basis__c
• Field name: New Employment Status, API name: Employment_Status__c

Unable to submit for approval

Error Message: Unable to Submit for Approval: The record does not meet the entry criteria or initial submitters of any active approval processes. Please contact your administrator for assistance.

You get this message when submitting an HR request for approval:

To resolve:

• Review your approval process to ensure all possible conditions are covered.

• Ensure the team member has a relationship with all users named in the approval process.

Unable to process request

Error Message: Unable to process request

Manager gets this error message when submitting an HR request for approval from WX:

Review the fields in the HR Request object and ensure: 

• All Team Member, Employment Record, Salary, or Bonus object fields used for employment change requests have an HR Request object field with a matching data type.
• Field names in the HR Request object match with Team Member, Employment Record, Salary, or Bonus object field name and have the correct object prefix and API name.

No notification emails for approvers

Approvers do not get emails notifying them of what they need to approve.

Ensure employment change requests are made from WX. Requests from the HR Manager portal do not launch approval notifications.

User record does not update with changes to the team member record

The manager is changed on the Team Member record, but the User record does not update with current manager.

To resolve, data load all managers back into the Team Member record and User records will sync.

Bonus Reason not showing in WX

Review field level security for the field: 

1. Go to Setup > Object Manager, and select the HR Requests object.

2. From the sidebar select Fields & Relationships, and then select the Bonus Reason field.

3. Select Set Field-Level Security.

   

4. Verify the Field-Level Security for Profile settings and ensure Visible is selected for Fairsail Platform Team Member Profile:

   

Details of changes not visible when approving

When using an approval process for People Management Workflow the details of the changes are not visible in My Actions.

Update the Approval page layout in the Approval Process for the HR Request:

1. Go to Setup, and in Quick Find enter approval, and select Approval Processes from the search results.
2. In the Manage Approval Process for: select HR Request.

3. Select the appropriate approval process.

4. Select Edit and select Approval Page Layout

   

5. From the Available Fields panel move all required fields into the Selected Fields panel:

   

6. Select Next and then select Save.

Approval process not triggering

If the approval process for People Management Workflow is not triggering, ensure the Group: All Internal Users is included as part of the Initial submitters in the approval process:

Fields missing in People Management Workflow in WX

If the People Management Workflow entry page is not displaying the correct fields from the field set, review the profile permissions.

Confirm the Fairsail Platform Team Member Profile has the following selected:

• for HR Request in the Custom Object Permissions: Read, Create, Edit, and Delete

• the following Apex Classes are enabled:

  • fHCM2.HRRequestForm

    fHCM2.HRRequestModel

    fHCM2.HRRequestTypeController.

For more information on profile and permission set changes for People Management Workflow, see People Management Workflow | Changes to profile and permission set access.

Manager has issues viewing People Management Workflow

If the manager is having trouble viewing People Management Workflow in WX or the popup window to view submitted requests: 

Confirm the Sage People Platform Team Member fHCM permission set has the following apex classes:

• AutoCompleteCtrl

• HRRequestModel

Check the browser console for error suggesting fields are not mirrored to the HR Request object correctly:

• Log into WX as a manager

• Open Developer Tools in Chrome. Select the menu icon, then select More Tools, then Developer Console.

• Ensure the Console tab is visible

• If any field is not mapped to the object correctly, the console shows errors describing the issue, such as "No such column <field_name> on entity <object_name>", as shown in the following example: 
  

No access to Apex class HRRequestExecute when finalizing

When attempting to finalize an HR Request, an error is displayed "You do not have access to the Apex class named 'HRRequestExecute'."

To resolve, ensure for any relevant profile that has access to HR requests the Apex Class HRRequestExecute is enabled. For more information on profile and permission set changes for People Management Workflow, see People Management Workflow | Changes to profile and permission set access.

Not able to see Job in People Management Workflow

If you are not able to see the Job field in WX when viewing People Management Workflow, review profile access to the field.

When using a lookup item like Job (looking up to Job Library) or Work Location you need to grant the Fairsail Platform Team Member Profile Read access to the Job Library or Work Location object.

If the profile does not have access, although the field is in the HR request type field set, it does not display in WX.

Manager does not see all fields in the request when approving

When approving employment change requests in WX, a manager does not see all the fields in the request.

Encourage all WX users to approve in People Management Workflow rather than directly from the WX Actions page.

WX Actions page still uses the WX HR Request or HR Request field sets in the Team Member, Employment Request, Salary, or Bonus objects to display fields.

Insert failed error when finalizing

When trying to finalize an HR request Insert failed error message is received.

To resolve, deselect the Unique checkbox for that field in the HR Request object.

Salary record created without salary changes

If a salary record is created when an HR request is finalized yet the HR request does not contain a salary change, review the setup:

• Check all the fields on the HR Request object using a report. Look out for any fields where the API Name starts with S followed by an underscore.

• Check any Flows, workflow rules, or process builders triggered from Team Member, Employment Record, or HR Request records to ensure new salary records are not created this way.